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FAQ - Email Based Ticketing

Find answers for the most Frequently Asked Questions

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FAQs

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Is it possible to create a private ticket via email?

No, all email actions (New ticket/Response) are public and the members in the ticket will be notified.

Can we disable the creation of email tickets?

Yes, you can disable email ticketing. But this will disable all the incoming email replies/creation activities. Navigate to Admin > Support Emails > Support Emails. Select Disable Ticket Creation from the action menu of the required email.

Can we include the Agent’s name in the display name of the notification email?

Yes, BoldDesk allows you to send personalized emails by including the Agent’s name in the email display name. However, the email address remains the same, and the agent’s email address is not revealed. To enable this option, go to Admin

Can I send emails in BoldDesk using my own mail servers?

No, BoldDesk does not currently support your own SMTP email server. You can use your own email, but it will be routed through our BoldDesk Amazon SES email server.

Can I send custom email notifications in addition to the default email notifications?

Yes, you can use our BoldDesk Triggers to create custom email notifications. Based on the ticket events, we have various types of triggers. Create trigger – Triggers when a ticket is created. Update trigger – Triggers when the ticket’s note/reply/property

Can we customize the email notification content?

Yes, all email content in BoldDesk can be customized. navigate to Admin -> Email Notification -> Choose the appropriate email template and update the content. Please see this article for more information. manage-and-personalise-email-notifications

Can I use my own support email instead of the BoldDesk email?

Yes, you can use your own email address as the support email address by enabling the following settings. Navigate to Admin -> Support Emails -> Add Email, Clicking this button will take you to a new page where you will

What happens when an agent responds to an email notification?

The Agent replies will be published as public comments, and all ticket members will be notified. Updating via email does not change the ticket’s status; instead, it maintains the ticket’s current status.

When creating a ticket in BoldDesk, can we use a reply-to email address as the requester?

Yes, the ticket Requester can be the Reply-to email address. You must enable the following option in order to use this function. Navigate to Admin -> Support Emails -> “Use the ‘Reply To’ email address for creating contacts”